Senior Manager, HR Contact Centre (North America) (US)

Work Location:

Hours:

Pay Details:

TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunities and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidates skills and experience job-related knowledge geographic location and other specific business and organizational needs.

As a candidate you are encouraged to ask compensation related questions and have an open dialogue with your recruiter who can provide you more specific details for this role.

Line of Business:

Job Description:

The Senior Manager HR Contact Centre North America oversee a large and significant multi-faceted operational function with overall accountability for providing strategic direction guidance on a broad and diverse range of complex operational activities / analysis and/or specialized project support or services. This role provides strategic direction to a high-volume multi-channel operation that supports employees across Canada and the U.S. with HR inquiries programs and processes. The role is responsible for ensuring an exceptional colleague experience driving operational excellence and enabling transformation as the organization evolves its HR service delivery model.

Depth & Scope:

• Provides people management leadership by hiring the best talent setting goals developing staff managing employee performance and compensation decisions promoting teamwork and handling any/all disciplinary actions as required
• Leads and inspires a large diverse team of HR Contact Centre professionals including Team and Group Managers and Contact Centre Agents
• Oversees day-to-day service delivery across North America ensuring consistent accurate and timely resolution of colleague inquiries; monitor performance against SLAs KPIs and colleague satisfaction measures; serve as senior escalation point for complex cases
• Executes on the annual business plan to deliver results aligned with business strategies
• Keeps abreast of emerging issues trends and evolving regulatory requirements and assesses potential impacts
• Embeds a culture of continuous improvement across the HR Contact Centres
• Leads root cause analysis on recurring issues and implement sustainable solutions
• Relentless focus on simplifying processes reducing hand-offs and improving service quality and how we deliver
• Leverages data feedback and insights to identify trends eliminate pain points and improve efficiency
• Partners with HR and Technology teams to implement next-generation service delivery tools (e.g. ServiceNow Workday AI-enablement)
• Champions self-service adoption knowledge management and digital-first solutions for TD Colleague and People Managers across North America
• Drives automation and digitization initiatives to enhance scalability and consistency
• Builds strong partnerships with HR COEs Payroll and Business HR teams to deliver seamless support across functions
• Provides reporting and insights to senior leadership on trends risks and opportunities
• Engages stakeholders to ensure alignment and support during change initiatives
• Fosters an inclusive high-performance culture emphasizing colleague development engagement and recognition
• Coaches and mentors team leaders building strong succession pipelines
• Models organizational values and reinforce a culture of service excellence
• Grows team expertise to align with business/enterprise demand and direction; assesses team skills and capabilities and continually looks for ways to provide and enhance the value delivered

Education & Experience:

• Undergraduate degree
• 8 years of progressive operations contact center or shared services leadership experience.
• Proven track record managing large teams (50 FTEs) across multiple locations.
• Subject matter expertise for US Processes and regulatory requirements
• Strong experience in continuous improvement
• Deep knowledge of HR service delivery models case management platforms and Workday (would be an asset)
• Strong analytical skills; ability to interpret data identify trends and influence outcomes
• Exceptional communication stakeholder management and change leadership
• Bilingual (French or Spanish) considered an asset

Physical Requirements:

Never: 0%; Occasional: 1-33%; Frequent: 34-66%; Continuous: 67-100%

• Domestic Travel Occasional
• International Travel Frequent
• Performing sedentary work Continuous
• Performing multiple tasks Continuous
• Operating standard office equipment - Continuous
• Responding quickly to sounds Occasional
• Sitting Continuous
• Standing Occasional
• Walking Occasional
• Moving safely in confined spaces Occasional
• Lifting/Carrying (under 25 lbs.) Occasional
• Lifting/Carrying (over 25 lbs.) Never
• Squatting Occasional
• Bending Occasional
• Kneeling Never
• Crawling Never
• Climbing Never
• Reaching overhead Never
• Reaching forward Occasional
• Pushing Never
• Pulling Never
• Twisting Never
• Concentrating for long periods of time Continuous
• Applying common sense to deal with problems involving standardized situations Continuous
• Reading writing and comprehending instructions Continuous
• Adding subtracting multiplying and dividing Continuous

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities duties and skills required. The listed or specified responsibilities & duties are considered essential functions for ADA purposes.

Who We Are:
TD is one of the worlds leading global financial institutions and is the fifth largest bank in North America by branches/stores. Every day we deliver legendary customer experiences to over 27 million households and businesses in Canada the United States and around the world. More than 95000 TD colleagues bring their skills talent and creativity to the Bank those we serve and the economies we support. We are guided by our vision to Be the Better Bank and our purpose to enrich the lives of our customers communities and colleagues.

TD is deeply committed to being a leader in customer experience that is why we believe that all colleagues no matter where they work are customer facing. As we build our business and deliver on our strategy we are innovating to enhance the customer experience and build capabilities to shape the future of banking. Whether youve got years of banking experience or are just starting your career in financial services we can help you realize your potential. Through regular leadership and development conversations to mentorship and training programs were here to support you towards your goals. As an organization we keep growing and so will you.

Our Total Rewards Package

Our Total Rewards package reflects the investments we make in our colleagues to help them and their families achieve their financial physical and mental well-being goals. Total Rewards at TD includes base salary and variable compensation/incentive awards (e.g. eligibility for cash and/or equity incentive awards generally through participation in an incentive plan) and several other key plans such as health and well-being benefits savings and retirement programs paid time off (including Vacation PTO Flex PTO and Holiday PTO) banking benefits and discounts career development and reward and recognition. Learn more

Additional Information:
Were delighted that youre considering building a career with TD. Through regular development conversations training programs and a competitive benefits plan were committed to providing the support our colleagues need to thrive both at work and at home.

Colleague Development
If youre interested in a specific career path or are looking to build certain skills we want to help you succeed. Youll have regular career development and performance conversations with your manager as well as access to an online learning platform and a variety of mentoring programs to help you unlock future opportunities. Whether you have a passion for helping customers and want to expand your experience or you want to coach and inspire your colleagues there are many different career paths within our organization at TD and were committed to helping you identify opportunities that support your goals.

Training & Onboarding
We will provide training and onboarding sessions to ensure that youve got everything you need to succeed in your new role.

Interview Process
Well reach out to candidates of interest to schedule an interview. We do our best to communicate outcomes to all applicants by email or phone call.

Accommodation

TD Bank is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age disability status as a protected veteran or any other characteristic protected under applicable federal state or local law.

If you are an applicant with a disability and need accommodations to complete the application process please email TD Bank US Workplace Accommodations Program at . Include your full name best way to reach you and the accommodation needed to assist you with the applicant process.